Jira issues raised and followed from your support tickets
Connect your Jira Cloud site, and your team raises a Jira issue from a ticket or links one that exists. The issue's status shows on the ticket and in the ticket list, and rules move the ticket along when developers change the issue in Jira.
Overview
Some customer problems are bugs that only your developers can fix. Without a link between both tools, the ticket waits while someone checks Jira again and again, and the customer hears nothing. With Jira connected, the ticket and its issue stay together, and your team sees when the fix is done.
In a ticket's Linked issues section, an agent links an existing issue by its key, such as TAB-123, or by words from its title. Or they click Raise issue: the title and description start with the ticket's title and summary, and Draft bug report with Copilot writes a report for developers without the customer's name and contact details. The issue gets a link back to the ticket in Jira. One ticket can have several issues, and one issue can be linked to many tickets, for example when many customers report the same bug.
Issues are raised under the Atlassian account of the agent who raises them, so they carry that person's name in Jira and follow their Jira permissions. Each agent connects their own account once. Jira tells Deskwoot about every status change, and an hourly check catches anything that was missed. Each new status writes a line in every linked ticket, the ticket list shows the issue's key and status, and a search for the key finds every ticket linked to it.
Under Settings → Automation, a rule with the event Linked Issue Changed runs when an issue is raised from a ticket, linked to it, unlinked or changes its status in Jira. Two ready rules help you start: one sets a ticket status when an issue is raised or linked, for example a status of your own that pauses the SLA while development works on it. The other sets a status once the issue is done and hands the ticket back, with a note, to whoever linked the issue.
Jira works on tickets, so it comes with the Enterprise plan, and tickets have to be switched on under Settings → Tickets. Deskwoot works with Jira Cloud. Customers never see the issue or its status lines, because tickets are your team's internal work. The text you send to Jira leaves Deskwoot, so remove personal data the developers do not need.
What you get with the Jira integration
Raise or link from the ticket
Link an issue by its key or title, or raise a new one with the ticket's title and summary already filled in.
Bug reports drafted by Copilot
Copilot writes the report for developers from the ticket's summary, context and comments, without the customer's name and contact details.
The status on the ticket
Every status change in Jira writes a line in each linked ticket, and the ticket list shows the issue's key and status.
Rules that hand the ticket back
When the issue is done in Jira, a ready rule sets the ticket status and gives the ticket back to whoever linked the issue, with a note.
Getting started
Connect Jira in 3 steps.
- In Deskwoot, open Settings → Integrations → Jira and click Connect Jira. You need the Manage integrations permission, which administrators have.
- Sign in to Atlassian, pick your Jira site and accept. Then choose the project, issue type and, if you like, component for new issues and click Save.
- Each agent connects their own Atlassian account once under Settings → Profile → Connected accounts, or in the dialog the first time they raise an issue.
